Innovatia Inc. Looking for Proactive Contact Technical Support Specialist at Remote

Innovatia Inc.; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Technical Support Specialist, where your expertise in IT and telecommunications will shine. This role focuses on delivering exceptional remote technical support and troubleshooting for a diverse client base, ensuring customer satisfaction is at the forefront of your efforts. You will collaborate with a skilled team, tackle complex technical challenges, and contribute to innovative solutions in a dynamic environment. If you are passionate about technology and eager to make a difference while enjoying the benefits of remote work, this opportunity is perfect for you.

Benefits

Medical and dental insurance coverage

Immediate eligibility for benefit coverage

Employer-sponsored investment program

Employee Assistance Program (EAP)

Option to work remotely from home office

Qualifications

• Minimum 2-year certification or Bachelor of Engineering in IT/Telecom.
• Hands-on experience supporting IT/Telecommunication products.

Responsibilities

• Provide top quality technical support for Avaya Contact Center Portfolio.
• Diagnose and recommend solutions for complex technical issues.
• Document troubleshooting steps and manage customer interactions.

Skills

IP Networking

VoIP

TCP/IP

Linux Operating Systems

telephony technologies

Outbound Calling Applications

Wireshark

CRM tools

ServiceNow

Siebel

Education

2-year certification program in IT and/or telecommunications

Bachelor of Engineering

Tools

Customer Relationship Management Systems

ticketing systems

Job description

Innovatia is an industry-leading knowledge management company with expertise in the Information Technology, Telecommunications, and Energy sectors. We provide our customers, including some of the world’s most successful Fortune 500 and Fortune 1000 companies, with end-to-end knowledge solutions including technical documentation solutions, training, technical support, information auditing, and consultation.

Innovatia Technical Services Inc. (ITSI), a wholly owned subsidiary of Innovatia Inc., is looking to hire Technical Support Specialists who take pride in providing excellent remote technical service to ITSI’s client customer base. Customer satisfaction is our purpose and our ultimate goal. Successful candidates will join an existing team of highly skilled technical support professionals with continued opportunity for personal growth and advancement.

Location Statement:
Innovatia has office locations in Canada and India with our headquarters in Saint John, New Brunswick, Canada. For additional information about the location requirements, please discuss with a Recruiter following submission of your application.

Job Location: Remote Canada or Remote India

Responsibilities:

• Provide top quality technical support, troubleshooting of issues arising on Avaya Contact Center Portfolio.
• Work remotely with end-users and technicians to diagnose and recommend solutions leading to resolution of various complex issues.
• Provide timely and effective resolution of issues to meet business requirements and Service Level Agreements.
• Follow up to ensure proper problem and resolution management to prevent recurring incidents.
• Create reproductions of customer environments on lab equipment.
• Document and detail all site information, troubleshooting steps, and time reporting in Customer Relationship Management Systems.
• Collaborate and manage interactions with 3rd party carriers.

Key Skills:

• Strong technical knowledge in the following areas: IP Networking; VoIP; TCP/IP; Linux Operating Systems; and telephony technologies including but not limited to SDN, SIP, H.323, PRI/BRI, ISDN, and T1.
• Excellent understanding of Outbound Calling Applications.
• Networking and CRM tools including SAL, Wireshark, and other related tools to proactively recognize issues and trends, as well as ticketing systems including Siebel and ServiceNow.
• Remote support experience.
• Experience working with Linux.

Personal Attributes:

• Logical and analytical approach to problem solving.
• Strong technical aptitude.
• Solid work ethic.
• Prior experience working in a service desk or technical call center environment.
• Ability to provide technical support over the phone; good telephone skills, professional demeanor, and previous customer service experience strongly preferred.
• Ability to write clear and comprehensive work instructions and knowledge base documents.
• Excellent communication, organizational, and time management skills.
• Ability to work independently as well as in a team environment.
• Must be able to learn new things quickly, need minimal direction, and handle multiple tasks simultaneously.
• Strong computer skills, including intermediate typing abilities.

Education and Experience:

• Minimum 2-year certification program in IT and/or telecommunications or a Bachelor of Engineering or equivalent work experience.
• Hands-on work experience supporting IT/Telecommunication products.

Innovatia Benefits:
Innovatia benefits are specific to the country of work location and will be discussed by the recruiter during the interview process.

• Medical and dental insurance coverage.
• Immediate eligibility for benefit coverage.
• Employer-sponsored investment program.
• Employee Assistance Program (EAP) with 24/7 access.
• Option to work remotely from home office.

Innovatia is an equal opportunity employer.

We thank all candidates for their interest; however, only those selected for an interview will be contacted.